Service plan cancelled without warning, notice or any communication

Liquid Capital don't communicate to their customers that they are cancelling their policy, I didn't know that I had to take my car yearly or according to the KM reached. I was under the the impression it's only based on KMs. So I noticed that they only debited my account last in January, when I called they then told my it's cancelled because I was supposed to take the car to service in October. I didn't get any communication from Liquid Capital for the warning or notice yet they kept debiting my account. The lady said she was escalating my issue and they'll call after 4 hours but they did what they do the best which is not communicating. I have a trip to take on Thursday, so I need to take the car for the service but they are delaying me with their lack of communication